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Application Support Engineer (Contractual Role)

Xiaomi Indiaajit, India

1 day ago

Job description

Role Overview

We are seeking an experienced Application Software Engineer to lead our application support team. The ideal candidate will have a strong background in application support for retail and sales applications and a proven ability to resolve business-critical issues promptly. This role involves managing day-to-day support operations, ensuring timely resolution of tickets raised by business teams, and providing leadership to a small support team.

Key Responsibilities

Ticket Resolution : Handle and oversee prompt resolution of incidents, service requests, and support tickets raised by business stakeholders.
Team Leadership : Guide, mentor, and manage a small team (2–3 members), ensuring efficient task allocation and resolution.
Application Support : Provide L2 / L3 support for retail and sales applications, ensuring business continuity and minimal downtime.
Issue Diagnosis : Troubleshoot, analyze, and resolve application-related problems while escalating complex issues when needed.
Collaboration : Work closely with business teams, IT, and vendors to ensure effective communication and resolution.
Continuous Improvement : Identify recurring issues and recommend process or system improvements to reduce repeat incidents.
Documentation : Maintain accurate records of incidents, resolutions, and knowledge base updates.

Required Skills & Experience

Experience : Minimum 3 years in application support, preferably in retail & sales applications .

Leadership : Ability to lead and manage a small support team effectively.

Technical Skills : Strong troubleshooting skills in enterprise applications; familiarity with support tools, monitoring, and ticketing systems.

Domain Knowledge : Prior experience in retail and sales systems (POS, CRM, ERP, or related platforms) would be preferred.

Soft Skills : Excellent communication, interpersonal, and stakeholder management skills.

Problem Solving : Ability to work under pressure, prioritize tasks, and ensure quick turnaround for business-critical issues.

Preferred Qualifications

Exposure to ITIL processes (Incident / Problem / Change Management).

Prior experience in leading application support teams in a fast-paced business environment would be preferred.

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Application Support Engineer • ajit, India